The VoxPeritus team brings contact center voice experience spanning thirty years.
We have successfully designed, procured, delivered and managed contact center technologies including latest generation Speech Recognition, Speech Analytics, SIP enabled VoIP ACDs, Unified Communications, and Social Media.
Our experience has placed us on “both sides of the desk” as buyers, sellers, and third party advisers. Our ability to distill data provided by vendors into meaningful information has considerable value in a business climate where every dollar spent is precious.
Furthermore, we have managed contact center staff and supervisors in several award winning contact centers. Therefore, we understand all of the effects of implementing these technologies, both positive and negative. We will work with you to implement positive changes for your employees’ benefit, and mitigate or eliminate the negative effects.
The VoxPeritus team shares a deep passion for the value that we help our clients achieve. Therefore, your unique requirements and our strong understanding of your operational and strategic realities drive the solutions and guidance that we recommend.
The meaning of the name VoxPeritus is the voice of experience in Latin. We chose this name because it speaks to our considerable experience with voice technologies, while also alluding to our passion about customer experience in the voice channel.
Consulting Team
Kevin Brown
Managing Director
Kevin’s career spans multiple industries, continents, and roles. The first third of his career was in sales and sales management, the second third was in operations where he initially began his involvement with contact centers in Europe and Asia, then moving on to North America. The most recent third of his career focuses on designing, implementing, and consulting in contact center voice technologies.
In his role as HP\EDS’ Chief Architect Speech Solutions, requirements drove several firsts in the hosted telephony market, placing Kevin in a well-connected position within the voice technology industry. The platform he designed supported over 90,000 agents and provided the ability to process over 50,000 concurrent calls for multiple customers at 99.999% availability delivered across seven years. And he was at the forefront of telematics as the Chief Architect of OnStar Gen III telephony.
His technical experience includes being an early leader in Speech Technologies, at the forefront deploying AI in contact centers, and being a Genesys Architect, and Genesys Engineer.
Brown holds a Masters of Business Administration from Arizona State University with a concentration in Global Marketing. Kevin is a member of the Customer Experience Professionals Association, the Association for Computational Linguistics, International Speech Communication Association, and a charter member of the American Society of Quality’s Service Industries Division.
Feedback about Kevin frequently includes mentions of his passionate customer focus. This passion to help organizations return to the proven business principle of focusing on the customer caused him to launch VoxPeritus.
http://www.linkedin.com/in/kevincbrown
Bill Maikranz
Bill’s contact center experience spans over thirty years, and he has focused on the voice channel for much of that time, including IVR, ACD, CTI, and outbound dialers. Bill has worked with nearly every voice technology vendor.
Bill has assisted the following organizations: Avis Rent a Car, American Heart Association, Bank of America, Bank of Portugal, BC Hydro, British Telecom, City of Dallas, DirecTV, Dominion Power, Federal Express, First Hawaiian Bank, Home Shopping Network, Sprint Cellular, LL Bean, Pacific Gas & Electric, US Census Bureau, and the US Postal Service.
Bill Maikranz
Bill’s contact center experience spans over twenty years, and he has focused on the voice channel for much of that time, including IVR, ACD, CTI, and outbound dialers. Bill has worked with nearly every voice technology vendor over that time span.
Bill has assisted the following organizations: Avis Rent a Car, American Heart Association, Bank of America, Bank of Portugal, BC Hydro, British Telecom, City of Dallas, DirecTV, Dominion Power, Federal Express, First Hawaiian Bank, Home Shopping Network, Sprint Cellular, LL Bean, Pacific Gas & Electric, US Census Bureau, and the US Postal Service.
To complete the list, Bill worked closely with Kevin Brown and Tracy Platt at DHL with excellent results. Due the impressive results extracted from the projects where Bill worked with Kevin’s IT and business teams, DHL won the Zenith Award from Teleprofessional Magazine. The Zenith was the highest level ever offered, and never repeated. Furthermore, TCS Workforce Management placed DHL’s Central Service Center on their global Best Practice Contact Center Tour, where customer service executives from across the globe visited two contact centers per continent to see best practices in live environments.
